Track C of LiNC Local London was created to bring food for thought and inspire participants to improve their ways of working on social media strategy and to provide some inspiration to improve their practice and community management.
The track was entirely delivered by the EMEA Professional Service Team with a good blend of presenters and skills taking the participants on an explorative journey to think about how to do things better or differently.
The first session was delivered by @PatriziaB & @PatrickW who introduced participants to the concept of digital readiness. In the recent years, there has been a strong focus on digital maturity and assessments around it. At Lithium, we see maturity as a state of being that is backwards oriented, and believe that companies should assess Organisational Readiness, where readiness is a state of action that describes the likelihood of success.
We presented a model to assess Organisational Readiness and challenged the participants to think about their organisation’s ability to act, rather than react, when it comes to managing their digital strategy, offered examples of what organisational readiness looks like and presented a model that allowed the thought process to continue post-event .
@PatriziaB & @LisaB led the second talk. In a very interactive session, the presenters introduced new ways to support community managers to make the most of their communities. The initial assumption of this presentation was that communities are a naturally data-rich environment: the huge number of conversations happening in the community are an undervalued and overlooked resource. An in-depth analysis of those conversations can help companies better understand how their customers experience their product and services and support innovation and strategy development.
Also, communities can be used for more than just a P2P goal, they can become a research and insight generation tool to help companies take advantage of the community they already have for specific time based and focused initiatives. These are all part of the new offerings developed by the Professional Service Team aimed at improving the value and the ROI of communities.
In the last session, @GrigorK & @DominikW , focused on the value of Social Media Management and Online Communities as key assets of a successful digital customer experience ecosystem. They looked at operational and business metrics and presented a number of case studies and methodologies to measure the ROI and thus prove the contribution of these initiatives to a company’s business results. With clear examples and detailed formulas explained in an engaging and focused way, participants were able to learn a spectrum of different approaches to assess the value of their own digital capabilities.
Participants left the room with new ideas, new challenges, and questions looking for an answer:
Is their organisation ready to take up the digital challenges? Are they fully taking advantage of their community and the data and insights that are hidden in the conversations? Are they fully realising the potential of the community for innovation and strategy? Are they measuring the ROI correctly?
Lithium’s Professional Services Team is always available to talk about those questions and help companies to succeed and achieve great results.
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